Terry Golesworthy
As the president of The Customer Respect Group for 7 years, I focus on the online experience of consumers. Online experience has always been bigger than the company website, from the response to email to integration to other offline channels. It has now grown to include social media.
In a recent interview, Coca-Cola CEO Muhtar Kent recently told the Harvard Business Review that social media marketing now accounts for about 20 percent...
Possibly the last thing we all need is another social network to manage; So, the first question is – can we ignore Google Plus,...
There is a distinct trend towards identifying and supporting top tasks on websites. Consumers go online to get things done and the reward for...
How do you know your visitors can complete their most important tasks successfully and efficiently? The answer is simple: observe them and use a...
Are your words hurting website usability Are consumers ready to buy insurance online? The jury is out on that. However, when it comes to consumers...
Social Media is a collection of inter-connected people networks – create interest at any point in the network and content can spread. People have...
Recently I have spoken at a number of insurance conferences and with industry executives about social media and the most common question I get...
The most striking aspect of USAA's new Life Insurance page, redesigned recently, is that its whole purpose has been changed. It has evolved from...
Ever since Amazon popularized them, reviews have exploded about hotel, books, appliances and even cars. But, can they provide any value when applied to...
What role does mobile play in your industry? If this is a question that is difficult to answer, you are in good company as...
Social media is a fascinating and exciting new technology – but every solution needs to solve a recognized problem. Clearly, social media plays a...
The problem for insurers is not necessarily competition from rival carriers but the general state of under- insurance in this country. Consumers, increasingly electing to...
State Farm has continued to improve its site with a redesigned life insurance section. Last month we showcased the new homepage, featuring a de-cluttered,...
After bringing news of the UK initiative to focus local government websites on Top Tasks, there seems to be somewhat of a trend going...
The majority of insurers have established a presence on Twitter in part to listen to what consumers are saying about them, their competitors and...
Google Plus has created a great deal of interest but has also divided the social media community. Even the commentary on the Google Plus Growth...
The overriding goal behind State Farm's recent homepage revamp, was, it seems, to simplify. Remove clutter and increase visibility of the key tasks of...
Social media is not out of the infancy stage, yet we are already starting to witness a transition to what might be the next...
In the 90's a John Gray wrote the book "Men are from Mars and Women are from Venus". The book sold over 50 million...
A significant factor for any successful Facebook strategy is the process of "fan recruitment". This is especially true in less glamorous industries such as...